Complaints Policy


Doctors Relocate aims to provide a recruitment service which consistently meets and exceeds customer expectations.  In a competitive market, we aim to continually improve the service we provide, whilst meeting our clients, candidates and regulatory requirements. Should there be an occasion when our service does not align with your expectations, we encourage you to share your experience with us. We treat every complaint with the utmost seriousness, valuing your feedback as a crucial tool for refining our service.

What is covered by this policy?

  • How to make a complaint
  • The complaints procedure
  • If the complainant disagrees with the outcome

How to make a complaint

If you would like to make a complaint or raise a concern, please contact our feedback team by phone, email or by post:

The complaints procedure

Upon receipt of your complaint, you will receive an acknowledgement from us within five business days. This communication will be through email or post, confirming the details of your concerns and providing you with the opportunity to elaborate or clarify any points. You will be informed of the contact person assigned to address your complaint.

We will log your complaint in our central register and initiate a thorough investigation, which will typically include:

  1. Reviewing relevant records to understand the chronology of events and related correspondence.
  2. Interviewing the staff involved to gather further insights into the matter.
  3. Consulting with senior management when necessary.

Our commitment is to address and rectify the complaint, error, or oversight diligently and aim to do so within ten working days of acknowledgement, providing the complexity of the issue does not require further investigation.

Following our investigation, we will invite you to a meeting to discuss the situation and seek a resolution. This meeting will be scheduled within five days post-investigation. Within one day following the meeting, a written summary of the discussion and the agreed-upon resolutions will be sent to you.

If a meeting is not feasible or if you prefer not to have one, a comprehensive written response will be sent to you. This response will outline our findings, conclusions, and propose resolutions to the matter. You will receive this within five days after our investigation is complete.

If the complainant disagrees with the outcome

If you are dissatisfied with the outcome of your complaint, you are welcome to escalate the matter by contacting the company Director directly at, or by post at Doctors Relocate Ltd, CRATE 33 & 34, Oakwood Hill Industrial Estate, IG10 3TZ.

Upon escalation, we will conduct a comprehensive review of the entire investigation and respond within ten working days. This response will either reaffirm our decision or indicate the need for further review. We will provide you with a definitive stance on your complaint, along with a detailed explanation of our conclusions.

Should you remain unsatisfied after our final review, you have the option to seek further assistance by reaching out to the Employment Agencies Standards Inspectorate at the Department for Business Innovation and Skills or the Recruitment & Employment Confederation (REC). Correspondence with the REC can be addressed to the Consultancy and Compliance Team, REC, Dorset House, 1st Floor, 27-45 Stamford Street, London, SE1 9NT.

Please note that if there is a need to modify any of the outlined timeframes, we will promptly inform you and provide the reasons for any changes.

Signed on behalf of the Supplier: